Service Dispatcher/Coordinator – Managed Print Services (MPS) Operations

Founded in 1990, CTI is a Federal Government contractor that specializes in providing print and data management services for DoD and Federal Civilian agencies.

Scope of Work

CTI is seeking a full-time dynamic Service Dispatcher/Coordinator as a key member of Managed Print Services (MPS) Operations. This role is responsible for performing the necessary dispatch, coordination, and administrative service functions for CTI’s service and maintenance department. CTI is looking to hire a dependable and organized team player with strong communication and customer engagement skills.

The Service Dispatcher/Coordinator is responsible for the daily coordination and support operations of CTI’s service and maintenance department, managing technician schedules, monitoring field activity, and ensuring timely response to customer service requests received by phone, email, and online channels. With exceptional communication, organizational strength, and problem‑solving ability, they build strong relationships with customers, technicians, and staff, support incoming call and electronic service request handling, participate in service meetings, and uphold a dependable, positive, and detail‑driven approach that enhances team productivity and customer satisfaction in a fast-paced service, equipment, technology, logistics, or operational environment.

Essential Duties & Responsibilities

• Maintain accurate service records, customer data, and call histories while prioritizing, scheduling, and dispatching work with precision.
• Organize maintenance inspections, edit technician reports, provide customer quotes, coordinate subcontractors nationwide, and deliver proactive updates to customers and internal/external teams.
• Dispatch technical service and maintenance support for customer accounts.
• Coordinate and track internal, OEM, distribution partner, carrier, and subcontractor service and maintenance delivery to closure.
• Manage toner and consumable supply replenishment across the device fleet – monitoring automated low-supply and meter-based usage alerts, placing and confirming orders, and providing customers order confirmations, estimated lead times, tracking, and delivery notifications (closed-loop communication).
• Monitor device fleet status and meter data through remote fleet-management/DCA tools (e.g., FMAudit, PrintFleet), using automated alerts to trigger proactive service and supply dispatch ahead of customer impact.
• Track and uphold contractual service-level agreements (SLAs) – response time, time-to-repair, and device uptime – escalating at-risk tickets to ensure performance commitments are met.
• Coordinate base and facility access and security credentialing for service and delivery personnel at government sites, ensuring cleared, consistent points of contact for on-site work.
• Function as an integral part of the team that handles service and maintenance activities for multiple large-scale programs across multiple customer locations.
• Engage in problem-solving research and satisfactorily resolve customer service issues.
• Support a cooperative team climate conducive to maximizing employee morale and productivity.
• Perform related hands-on support onsite at customer locations as required.
• Complete additional activities as required, including Training and Subcontractor Identification, Evaluation, and Capacity Planning, Procurement, and Subcontractor performance auditing.

Qualifications and Requirements

• Associate degree preferred.
• 2 years of experience in dispatch, customer service, service ticket, call center, or supply chain and logistics operations.
• Minimum of 2 years of hands-on experience in Managed Print Services (MPS) operations –service dispatch, supplies/toner replenishment, and/or fleet and meter management.
• Hands-on proficiency with field-service management software (e.g., e-automate) and remote fleet-monitoring/DCA platforms (e.g., FMAudit).
• Working knowledge of managed print SLAs, meter-based billing, and toner/consumables auto-replenishment workflows.
• Federal government contracting, government operations, or public-sector experience preferred.
• Excellent communication, customer service, and telephone skills to serve both internal and external customers.
• Outstanding organizational, time management, and prioritization skills.
• Ability to maintain dependable, consistent attendance while sustaining a flexible and positive attitude toward changing assignments and operational needs.
• Proficiency with Microsoft Office Suite, including advanced Excel skills.
• Must be United States citizen or permanent resident with a valid work permit.
• Local to DC, Maryland, and Virginia.

Salary and Company Benefits

• Low-cost comprehensive health insurance: CTI pays for 50% of the monthly premium and many of your health insurance deductible costs.
• Comprehensive 401k offering including low-cost mutual funds.
• CTI contributes an amount equal to 3% of your salary into your 401k regardless of whether you contribute.
• Company-paid life insurance for each employee to the beneficiary of the employee’s choice.
• Hybrid work environment.

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Work Location: Hybrid remote in Rockville, MD 20855